Order Equipment

Order Equipment

Order Equipment Task

After an  Order Equipment exception is created in ServiceBench, a service job task is automatically created in Zoho. The service job task is assigned to the Parts Research team . 

1. Go to Zoho and click  Kanban Task Board .


2. Find all agent assigned tasks in the agent queue.
NOTE : Clicking on  ALL TASKS  displays all tasks assigned to the team. Clicking on  MY TASKS  displays all tasks assigned to the agent. 
NOTE :  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the  My Activities  filter > selecting  My Open Activities.

3. In the agent queue, select a service job with Order Equipment .


4. Copy the Service Job number from the open task and go to Service Bench.
5. Pull up the Service Job, review the details, and work the task. 
6. Add a note to the comments in ServiceBench.
7. When finished, update the exception in ServiceBench to Complete.
8. In Zoho, the status will update to Closed, manually update to Completed.
9. Enter the required Resolution Reason and Save.

Order Equipment Case

When a customer replies back to the Customer Options Email accepting the Replacement, a case is created in Zoho.

1. Go to Zoho and click  CASES .
2. Click  Views  and select  My Open Cases .
NOTE : Star any view to make it a favorite under  Starred Views .


3. Open a Case to review and process. Cases at the top are the oldest.
NOTE : Use the Conversation tab to see the email received. 


4. Link the case to a Service Request parent ticket:
  1. Open a duplicate Zoho desk tab.
  2. Click the  Search  icon.
  3. Enter the parent Service Job number.
  4. Open the parent case. The parent case should be titled  Service Request Warranty .
  5. Copy the Case ID number.
  6. Go back to the child case in the original Zoho tab.
  7. Paste the parent Case ID in the  Parent ID  field.
  8. Click  Save .


5. Create the Order Equipment task in ZOHO.
  1. Go to the Activities tab
  2. Click the Add button.
  3. Select Task . 


  1. Place the job number in the subject field.
  2. Select Order Equipment as the Escalation Type.
  3. Select the customer in the Order Source field.
  4. Select the Distributor.
  5. Enter the Purchase Order number from Service Bench.
  6. Click Submit .

6. Work the case by locating the job in ServiceBench and using the details provided.
NOTE : Download any attachments sent and upload to the attachments tab in Service Bench.

7. When finished, change the status to  Completed .


8. Select the  Disposition  reason.
9. Click  Save .



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